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Chapter 8 - Quality - Coggle Diagram
Chapter 8 - Quality
Critical to Quality (CTQ) Characteristics
factors or parameters that are major drivers of quality within organization or process. Can be measured and provide information about whether customer is going to be satisfied.
Critical to Customer (CTC) Characteristics - closely related but, not the same
something can be a CTQ without being CTC directly. CTQ's are internal concerns and drive CTC's
lets team create the most improvement possible with the time, money and people resources available.
lets organization stay on top of quality
CTQ Tree
Customer Need - identify customer need through feedback, SMEs or data collection
Driver - transition point between customer needs and requirements; must be present to meet customer need
Requirement - detailed breakdown regarding CTQ; measurable and can lead you to understand whether drivers are performing appropriately so customer needs are met.
Cost of Poor Quality (CoQ)
External Failures - directly related to customer satisfaction; delivered products. Revenue losses due to reduction in sales
Internal Failures - when product and services don't conform to requirements set by company; handled by scrapping, redoing or repairing work.
Calculating the Cost or Poor Quality (CoPQ)
shows leaders how financial needs are related to the need for quality improvements
CoPQ = External Failure Costs + Internal Failure Costs
The Cost of Quality (CoQ) = the cost of poor quality + the cost of good quality
Costs of conformity
Prevention Costs - any activity meant to stop an error or defect from occurring.
Appraisal Costs - any activity meant to ensure high levels of quality across a process or organization
CoQ = CoPQ+ Prevention Costs + Appraisal Costs
CoQ & 6S - because quality is inherent in the process, doing things right the first time - the cost of quality goes down while quality goes up.
Manages Cost of Quality - 6S works to build quality into every process and build failure stop-points into process
Once failure costs are reduced, teams can turn to appraisal and prevention costs
Identify and remove muda from prevention and appraisal costs
ISO defines quality as "degree to which a set of inherent characteristics fulfills requirements"
Types of requirments:
Customer expectations - stated or implied values
Compliance or regulatory rules - obligatory
Brand expectations - in-house leadership; typically stated
Quality is critical to success